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Terms of reference: Training Feedback Committee
Document Administration
Version Date Summary of Changes
V0.1 18/10/23 1 Draft for review with ST
V0.2 20/03/24 2” Draft for review with ST
V0.3 27/03/24 3° Draft with Training Delivery team
V0.4 26/06/24 4" Draft with Training team amends
v0.5 05/08/24 5" Draft with Training team amends — clean copy
V1.0 14/08/24 Curriculum owner review — Ranj Jouhal
1. Stakeholders
1.1 Key Stakeholders / Attendees
This document requires input from the following stakeholders, who are involved with the review and implementation
of change following feedback received on training:
Name
Title
Ranjeet Jouhal
Head of Training Delivery
Claire Webster
Network Learning Design Manager
Christine Moore
Regional Lead Training Manager
Maree Young
Regional Lead Training Manager
Shaun Turner
Learning Technologies Manager
Tony Forster
Compliance Learning Manager
1.2 Other Stakeholders / possible Attendees
Key stakeholders — to be invited on a rolling or ad-hoc basis to Training Board sessions:
Name
Position
Capacity
Anne-Marie Hearne
SPM Training Lead
NBIT roll out / feedback of Training
James Taylor
Service Centre Manager
BSC Feedback
Jessica Cookson
Retail Implementation Manager
Retail Feedback
Shaun Kerrison
Head of Postmaster Engagement
PM /AM/NFSP Feedback
Christine Heaton
Head of Partner Operations -Strategic
Partners
Retail Feedback
Alison Clarke
Head of Network Monitoring and
Reconciliation
BSC Feedback
Simon Worboys
Head of Network Support & Resolution
BSC Feedback
Mike Lowe
Head of Operational Excellence
Branch Assurance Feedback
lain Robertson
Head of Retail Operations
Retail Feedback
2. Contents
Document Administration.
Stakeholders.
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Contents.
Introduction... .
Objectives
Scope
Conduct of meetings
Outcomes.
2oReOeONNNN
Appendix.
3. Introduction
Training Feedback Committee is the key forum for the discussion and coordination of activities in relation to feedback
received about branch training. It provides structure and accountability for any feedback that requires training
collateral or methods of training to be improved.
4. Objectives
e Ensure Postmaster and colleague feedback is captured, analysed and actioned where appropriate.
e Develop a strategic approach to improvements in training.
e Provide a forum for discussion and agreement on recommendations or areas for improvement.
e Identify risks to any areas as a result of feedback provided.
e To review and refine the mechanisms used to capture feedback.
5. Scope
The committee will consider all aspects of the feedback and related activities to the extent that it aims to take a ‘bird's
eye view’ of current practices and material. The feedback could come from a number of sources and any actions
taken because of the feedback will be documented in a central feedback improvements log.
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Feedback
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Feedback
5Feedback Survey repository
The live feedback surveys we have ownership of as a team are as follows:
e Classroom Trainer Feedback forms
o Basic Transactions/Back Office/Basic Transactions Part 2 https://forms.office.com/e/eyybpcAgBY
o Investigating Discrepancies - https://forms. office.com/e/rOkKDxmbNdO
* Onsite Trainer Feedback forms
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o Onboarding Activity https://forms.office.com/e/fNxHSs46p2
o Interventions - https://forms.office.com/e/4BJQkDxscW
* Post Go Live Feedback form - https://forms.office.com/e/MbAmRLOV2u
« LMS Feedback Survey (You will be required to log in to the LMS): Course: UAT - New Feedback Survey -
Clean copy 1 (learming.uk.com)
All questions are reviewed annually as part of the Feedback Committee process.
5.2 Out of scope: What the Feedback Committee is not intended to do
e Replace existing processes for monitoring and responding to feedback.
e Review elements of feedback outside of the Training Team accountability (e.g. Onboarding, BSM)
6. Conduct of meetings
6Frequency
The meetings would be pre-arranged, held via Teams on a monthly basis.
6.2 Attendees
6.2.1 Minimum attendees
We would be looking for a minimum of 3 attendees for the meeting to take place with one of the attendees being a
Training Lead team member. We would be happy for stakeholders to delegate responsibility to someone from within
their team to attend in their absence.
6.2.2 Attendance
Key stakeholders would be expected to attend monthly. Other stakeholders may have a periodic attendance or
optional attendance as required, based on the agenda topics.
6.3 Agenda
6.3.1 Minutes / Notes
Minutes would be taken to ensure we are documenting, assigning and tracking actions/issues to provide an evidential
base on the actions taken in response to feedback.
6.3.2 Performance data
e Headline YTD feedback survey response data to be collated and provided as part of the agenda to discuss
the performance of:
o LMS
o Classroom
o Onsite Trainer
o Post Go Live Survey
o Branch hub
e Main themes of feedback and relevant sample comments highlighted.
6.3.3 Annual review of Feedback surveys (if applicable)
Accountable for Annual review of questions in various surveys — see section 6.1
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7. Outcomes
7Decision making
Decisions to be made by consensus. If not possible, Head of Training Delivery makes final decision.
We have documented ownership of the different Feedback in a RAC] document — see Appendix 1, both in terms of
e Collation and presenting of feedback
e Implementing required change
7.2 Feedback actions
Feedback is assessed and managed by the relevant person according to the Feedback Process map — See Appendix
2. Each piece of feedback is to be given a RAG status — investigate / ‘fix’ / no action.
7.3. Central Feedback Improvement Log
Held centrally and completed in line with meeting outcomes. Documents improvement /change required / timelines /
responsibilities and tracks status.
Content improvements — Detailed on the Design teams Business Change log Business Change log 2024.xIsx
Other improvements — General Training Improvement Log Training Delivery Resource Centre (sharepoint.com)
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8. Appendix
8Aippendix 1: RACI
Collate and present Feedback from:
LMS: Course Ratings
LMS: End of programme survey
LMS functionality feedback
Classroom survey
Onsite Trainer survey
Post Go-Live survey
Internal feedback from Trainers
Retail team feedback
Other Feedback e.g. NFSP /Adopt an Area
Implement required changes to:
Digital Training collateral content e.g. eLearning
Printed Training collateral
Classroom Operations
Classroom Trainer delivery
Onsite Trainer delivery
Onsite Trainer collateral
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8.2 Appendix 2: Feedback Process
map
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No- Requires discussion
(Red)
Add to Training Feedback
Committee Agenda & suggest
Felevant decision makers
Log improvement made and
Training Feedback Committee nation taken in Central Report back to original
Improvement Log & report
‘meeting held sex ongraoueey source if required
required
Feedback received from ke ve
source & reviewed by Owner RAG Rating applied I res
‘a per RACI Is ta simple "quick fix"? (amber)
Log improvement made and
‘action taken in Central
Improvement Log & report
back to original source if
required
Report back to original
source if required
‘No action tobe taken (Green)
Report back to original
source if required
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